Dell complaints

Merci · Discovering Dellhate Joined: 15 Jun 2009 Posts: 3

I had to tell it somewhere in hopes someone has some useful advice to offer.

The computer was picked up from UPS on 5/29/09.
Since it has been set up, the computer has frozen and had "blue screens of death" every day.

This computer also has a physical problem with construction. The card reader on the front of the computer is mis-aligned so no card can be used. The front case of the computer is bowed in the front at the card reader (evidence of the card not being installed properly).

I was on the phone with tech support for 2.5 hours. Near the beginning of our conversation, he mentioned about purchasing a system better suited for me and my needs, (he doesn't know anything about me or my needs) and that he could build this for me. I thought it was unusual for tech support to be a sales person too, but he kept working on my machine at the same time. The agent, had me boot or start my pc and hit F8 repeatedly to get to boot up in safe mode with networking. The first time I failed by the second time it worked. Then I had to open IE and go to Dellconnect.com, click on the US-part of the map, then push 3 on some number pad, and download something that enabled him to take over the computer to remotely diagnose the problem. He could see a problem in the device manager there was a problem with the card reader device. He also uninstalled and re-installed the display driver for the video card. The building of a new system came up again, from his comments he made on the phone he was beginning to build it already, and he mentioned, why would you want to keep a brandnew machine and have to replace parts already. So we talked about it and he build it with me watching and we discussed the details. He then took my credit card information. He said that the new system would be charged to my credit card (that I gave him) and when the old system was returned .Dell would send a box to pack it in and someone to pick it up. Upon arrival at your facility it would then be credited to my card. He said I would receive an email confirming the order and all the details within the next 30 minutes. I was given a case number (642629227) by him to give to the returns specialist and were to tell them them that i already placed and order and just a want a refund. After being on hold for 5 min or so, I spoke to someone explained what occurred and when I told them I had placed an order, the person sounded surprised and put me on hold to check on things and pull up all the tech support notes. Before doing this he asked for an order number and I said, I was not given an order number. I was on hold for what felt forever and finally got disconnected. I called back and after your countless menus ended up speaking to Carlos in returns.
When I explained as much as I could and then gave him my case number(642629227), so he could look things up. He kept asking for an order number and by now I still had no email confirming the details of my order and it was way beyond the promised 30 minutes. I told Carlos, I was not given one, he said I need your order number, I said I don't have one, I have a case number and I just want a refund. He said, that I would have to pay a 10% restocking fee. I said What?? a brand new machine that is defective, why??? He said, that my case number meant I refused to let tech support into my computer.....that's when I thought.....something is soo wrong and I asked to speak to Carlos's supervisor. I was told that he was not able to speak to me , as he was taking another call. I said, so then what can you do for me??? I need your order number was my answer and I need to let tech support into my computer. Three hours had passed and I can tell you that i am a very very dissatisfied customer. I am appealing to you, who ever you are to help and try to find out what has happened. My phone time was between 2 pm and 4:30 with your original agent and Carlos maybe 4:45 pm today June 15th 2009. I did save the page to the new system that the original tech support agent build in front of my eyes.

I did call back again and when I was asked for the express service tag, the guy kept saying it is located in the back of your computer on a sticker that SAYS express service tag and begins with a 1....there is no such number with it actually saying the words express service tag there and I gave him what was there and he said NO.......that is not it. I said that was all there was.......he said I need your express service tag number, he did this as though a robot and I said, I don't see anything , can you help me some other way? No no one at dell can help you without this number...... and don't know where to turn. I alerted my credit card to this possible fraud. I understand that Dell can not control every employee, but the worst part is, that I can not find a human to talk to , that is willing to help or listen......

I am so frustrated!!!!!

Rocke_T_Sinetist · Posted: Mon Jun 15, 2009 8:24 pm Post subject:

Merci · Discovering Dellhate Joined: 15 Jun 2009 Posts: 3

Wow, that's just awesome! I love that..........I am soo disgusted at the moment!

incident_man · Posted: Mon Jun 15, 2009 9:28 pm Post subject:

If your system is within the 21-day (from the ship date) return period, call and get a CRA# and send the bloody thing back post haste! Once DHell systems start having issues, they usually are never "right" again. Moreover, DHell phone techs have dispatch metrics to meet. Translation: If they fix the problem by dispatching parts, a field tech, or a replacement computer, they could get shitcanned for costing the company too much money. You'd be better off buying a whitebox system and having your local computer geek fix it if something goes awry. If you're beyond the 21-day return policy, you may get better results by utilising this link:

https://support.dell.com/support/topics/global.aspx/support/dellcare/outstanding_issues_tech?c=us&l=en&s=gen

This goes to a form that, when submitted, goes to a higher-level tech than the ones that answer the phone, y'know the ones that actually might be able to fix the problem. A complaint lodged with your local Better Business Bureau, consumer organisation, or, if you're in the US, your state Attorney General could also yield results in your favour.
_________________
Oceania has always been at war with Eastasia.

Merci · Discovering Dellhate Joined: 15 Jun 2009 Posts: 3

Thanks for the tips incident_man. I am planning on getting back on the phone tonight after work. I did use that link you postedm yesterday already and made my complaint. I am curious to hear what they say , if anything. I will report them to the BBB and see what else I can do.

dennisl59 · MDh--Master of Dellhateology Joined: 17 Dec 2008 Posts: 94

I(for what's it worth) agree with Incident Man. Get the CRA and send the POS back. One hint: Write down your own "script" before talking to these fools. Stick to your script insisting that the unit be returned for full credit. Do not deviate or let them interrupt or change the subject or put you on hold(Say No), repeat as necessary. Do not agree to send the unit back for repair. YOU WANT YOUR MONEY BACK! And never do business with Dell again. Tell your friends, etc, about your experience. Please update the post when you have the chance. Good Luck!.

poormanq45 · Posted: Tue Jun 16, 2009 9:42 am Post subject:

If a customer said "no" when I asked to put them on hold I'd just tell them i'm going to mute the phone and put it down.

Then i'd ask, do you want music or silence?

Yeah, they'd change their attitude real quick.

I always found the ones that started with, "I want to speak to a manager". Not realizing that my manager were more script monkeys that I was. I'd actually care and fight to get the right thing done, managers just said "NO".